With Standard Support, the target response time for cases pauses at the end of business hours and resumes the following business day. For example, a Priority 1 case submitted on a Friday 1 hour before the end of business hours, will have a target response time that extends 7 hours into the following Monday.
Premium and Extended Support customers are eligible for 24x7 support coverage for all Priority 1 issues. Customers with Premium Support receive 24x7 coverage for Priority 2 support issues as well. Click here to learn more about Premium and Extended Support.